MAJOR JOB RESPONSIBILITIES:

  • QA ensures that all agents use the same greetings, scripts, after call procedures, and accountability standards.
  • Provides feedbacks by monitoring calls
  • Maintains professional and product knowledge.
  • Provides structured and timely recommendations; verbal and/or written feedback to concerns teams.
  • Performs mock calls with new hires post-training to determine readiness for moving into support.
  • Uses Call Center tools to gather data and analyze trends or patterns affecting quality.
  • Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and customer experience.
  • Contributes to team effort by accomplishing related results as needed.

Education: Minimum Graduation

At least 2 years of experience in the Call Center Quality Assurance Department.